Technical Support Manager - Level 2 (Salesforce)

Do you have experience in IT Services? Are you passionate about the chance to bring your experience to a world-class company that is market-leading for both content and technology? If yes, we are looking for you! Join our team and be part of our Service Management team. Thomson Reuters is transforming how it supports the technology Products and Platforms delivered to customers and employees. This role will lead a high-performing team of talented specialists who provide world-class support for Commercial Engineering. You will be responsible for day-to-day operations for this team, work as part of a larger global team, and help develop and drive strategies for supporting and continuously improving our global enterprise. This role will lead a high performing team of talented SRE specialists who provide world-class support for Commercial Engineering. You will be responsible for day-to-day operations for this team, work as part of a larger global team, and help develop and drive strategies for supporting and continuously improving our global enterprise. This team manages ongoing incident detection and resolution, change planning and implementation, and compliance for a portfolio of applications and infrastructure built on a variety of technologies such as Java, Linux, .net, Microsoft, relational databases, message queuing, AWS cloud services, and more. About the Role In this opportunity as a Technical Support Manager - Level 2 (Salesforce) you will: Provide leadership and direction for a global technology team that operates across many Thomson Reuters applications. Deliver reliable 24x7 infrastructure and application operations according to business expectations across the application portfolio. Partner with application development teams to deliver operational readiness for new applications and features. Collaborate with stakeholders such as business teams, product owners, and project management in defining roadmaps for applications and processes. Be a key contributor to the Service Management leadership team. Drive continual service improvement and innovation in productivity, software quality, and reliability, including meeting/exceeding SLAs. Responsible for developing, monitoring and analyzing business operational and technical key metrics. Effectively articulate complex problems, concepts, and solutions to varied audiences. Contribute to the strategy of the department and drive implementation of department goals that support the company’s core values. Lead complex initiatives such as large-scale upgrades. Partner with security, data center, and service governance teams to deliver compliance with internal and external standards, expectations, and certifications. Ensure documentation, processes, and procedures are updated regularly. Act as an escalation point for staff and internal customers. Participate in the budgeting process. Provide coaching and mentoring to staff. Foster a continuous learning culture and a curiosity about emerging technologies. Leaders are expected to promote the effective use of AI‑enabled tools to improve operational efficiency, decision‑making, and service quality. This includes encouraging responsible AI adoption for triage support, insight generation, documentation quality, and continuous improvement, while ensuring alignment with enterprise governance, data privacy, and security standards. About You You’re a fit for the role if your background includes: 7 Years of experience in software development and/or technology infrastructure and operations with 3 years of experience in a leadership role. Bachelor's degree or equivalent required; Computer Science or related technical degree preferred. Fluent in speaking and writing English. Proven ability to set direction and inspire team members to engage and successfully deliver on a vision. Broad understanding of the technologies used to build and operate distributed application systems including experience managing data center syste ... (truncated, view full listing at source)